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    Service Desk Coordinator - Birmingham, United States - Detroit IT

    Detroit IT
    Detroit IT Birmingham, United States

    3 weeks ago

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    Description

    Job Description

    Job DescriptionSalary: Commensurate with experience

    Job Description:

    Detroit IT is looking for a Service Desk Coordinator to be the first line of contact for all client support needs and to act as a customer advocate by creating and prioritizing service desk tickets, monitoring service progress, and communicating on status and resolution of requests.

    Job Responsibilities:

    • Answer calls in a timely, friendly, and professional manner.
    • Evaluate, prioritize, and communicate service requests within the Service Level Agreement (SLA).
    • Responsible for the scheduling of technician's on-site visits.
    • Communicate and escalate any major system issues (Severity 1).
    • Responsible for service desk time tracking accuracy.
    • Review and understand ticket requirements and capture missing information.
    • Communicate daily with clients regarding ticket status and plan of action.
    • Follow up with any on-site visits to ensure the highest level of customer satisfaction.

    Job Requirements:

    • Excellent communication skills.
    • Ability to multi-task in a fast-paced environment.
    • Ability to understand technologies that are sufficient to making assignment decisions.
    • Strong organization skills.
    • Strong interpersonal skills but aggressive in managing expectations.
    • Motivated and task oriented.

    Required Education/Technical Skills:

    • Bachelor's Degree in Information Technology, Business Administration, or a related field preferred.
    • Previous employment in a corporate environment.
    • A+ certification is a plus.

    About Detroit IT

    Detroit IT is a managed service provider with offices in Birmingham and Detroit Michigan. Since 2001, we have been providing IT support, IT consulting, cloud solutions, and networking to some of Michigan's best companies.

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